Forum Posts
Auto Populate Name based of another field selection
Hello, I have a field name Business Unit with 3 choices (HQ, IET, OFSE). I would like the Leader field to auto populate a name based of the selection. For example, If HQ is selected John Doe should be the name that's populated on the Leader field wit...
Priority in live agent sessions
I need to configure ServiceNow's virtual agents so that when a chat session is transferred to a queue, they are first in line waiting for an agent to become available. Today I have two queues configured with the same agents in them and when I transfe...
Resolved! Edit behavior of "Request For" in catalog item
HelloI have a need in a portal catalog item to filter the users possible to be selected in the "Request For".Does anyone have an idea on how I can achieve this ?I want to only return users from a specific company and not the full list.ThanksJérôme
when user click on end conversation then chat survey should appear.
Hello, I have created new survey through the survey designer,have duplicated the existing virtual agent feedback survey topic In virtual designer And configured my newly created survey id to that topic.When I try to click on end conversation button o...
Change the DATE/TIME picker of the catalog item
Currently DATE/TIME picker is visible likeI need to change it as like
Resolved! Prevent automatic Request creation via Catalog Item
Hello, i need to create a catalog item which will create a normal change which is in authorize state. It is no problem to do that with a flow but at the same time the catalog item always creates a REQ and a RITM before creating the change. Is there ...
Resolved! Missing Plugins in Yokohama Test Instance – Migration from Xanadu
Hi everyone,I'm working on a migration project from Xanadu to Yokohama and have encountered an issue with missing plugins in the Test instance of Yokohama.In the Dev instance of Yokohama, I can see and use multiple plugins, including:Service Graph Co...
Resolved! Logout Agent's session automatically if browser is closed
Automatically log out the agent's session when the browser is closed. The system is still trying to connect the chat to an agant and by implementing this ensures that if there's only one agent online, incoming chats won’t remain stuck in the queue du...
Resolved! Send notification in the chat to user when incident created with incident number
In the Interaction when the user clicks on "Create incident" and an incident is created, we want a notification to be sent to the user in the "chat itself". I haven't yet explored the intricacies of VA. Just delving on the surface. Any suggestions ...
How can I manage the external mails to avoid the creation of new incidents?
Hi, Our company works with external clients which are using also ServiceNow. They have different incident numbers to ours, then every automatic email regarding an incident created in their instance comes to our instance with their incident number but...
Add new reports or modify existing ones in Digital Portfolio management
Hello all, As we see below, we have change related reports in the build tab for a technical service in the Digital Portfolio management.How do I add new reports to this or modify the existing ones? Thanks in advance. Thanks,Ravish
Notification, Who will receive(cc) doesn't work
I set the notification receiver in Who will receive(CC) tab.But the CC are not working? I want to know the reason. On the other hand, add CC by email script is OK, but in Who will receive(CC) is not working.BTW, the notification is trigger by some e...
Difference between ServiceNow Enterprise License and ServiceNow ITSM professional License
Hi Team,We have a requirement to Integrate LogMeIn with ServiceNow using Rescue by LogMeIn Plugin.ServiceNow Store - Rescue by LogMeInAs checked on App Store System Requirements states we will need ServiceNow Enterprise License.We have ITSM Professio...
Kb article number is not displayed in the KB Breakdown widget in VA dashboard.
After marking a KB article helpful from the VA (Virtual Agent) conversation, the respective KB (Knowledge Base) number is not showing-up on the KB Breakdown widget in VA dashboard.The kb breakdown widget is showing no results at all. I found a soluti...
